The subtleties of business communication

When it comes to working in a team, such a concept as business communication arises by itself. In order to be able to properly build relationships in the work environment and avoid typical mistakes, it will never be superfluous to learn the subtleties of business communication, long collected by experts in simple rules of etiquette, psychological aspects, forms and popular communication techniques.

The essence of business communication is characterized by the development of service relationships between employees in any organization. Since at work each person has a certain official status and functions, he is focused on achieving goals in common with his colleagues.

One of the main features of communication in a business environment is compliance with established rules, norms and restrictions that arise as a result of the principles of professional ethics, as well as cultural and national traditions.

As you know, in the social environment there are many "written" and "unwritten" behavioral norms, a kind of "code" that is generally accepted. Together, all these rules are called business etiquette, the essence of which is to support those rules that will help people understand each other better.

Business communication is a whole art that you always need to learn in order to achieve success in the professional field and career advancement. It is important to know what diplomatic communication with colleagues is based on in an official manner, how to negotiate, how to behave with higher authorities.

The main task of business communication is to optimize and streamline any activity as much as possible: for example, improving the situation in production, in science, business, and the social sphere. At the same time, everyone who becomes a participant in business negotiations, along the way, situationally learns to perform several tasks:

• strengthen partnerships, avoiding or minimizing the possibility of disagreements between the parties;
• develop towards integral and harmonious interaction with others;
• take care of the correct distribution of orders, tasks, area or sphere of influence;
• ensure that there is trust and mutual understanding between the participants;
• comply with the behavioral standards that are accepted in the business environment.

In the process of business communication, it is necessary for a person to develop several qualities that will help him be useful in team work. First of all, tactics should be aimed at competently and reasonedly convincing the interlocutor of their position, while maintaining reasoning and persistence. It is also important to be able to reasonably obey the interests of the team as a whole, adhering to internal regulations, including the work schedule and social standards.

Often the most difficult task is equal communication with all sides of a business relationship, regardless of what personal preferences a person may have. In addition, it can be difficult during general meetings to separate and analyze important information from secondary information, especially if the employee does not yet have sufficient experience in conducting business conversations or negotiations.

Of course, the management of an organization or company should also adhere to certain frameworks and ethical principles, meeting employees when it may become necessary in order to accelerate the achievement of the set goal. For example, complimenting or praising difficult negotiations can be a powerful motivation for success.

All these skills are not always easy and simple for people, and a good leader will always value those of them who have mastered the communication skills necessary to achieve goals and practically apply their methods in the business sphere. It is always important to remember that if there is a common goal, disagreements are unlikely to be avoided, but they are sometimes a good incentive to overcome all possible barriers and personal growth of each participant in the process.

The concept of business etiquette includes two sections of the rules:

• rules that must be observed in communication between people who are equal in status to each other;
• those rules that determine the essence of the relationship between employees and their manager ("horizontal" and "vertical" norms).

Etiquette also implies attention to one's speech, to the content of speech structures, thanks to which stable forms of greetings, expressions of gratitude, and requests are created. If a person takes on such responsibility as managing a company or a separate segment of its activities, correct and polite communication will always be his advantage.

Any business communication, regardless of its form and duration in time, is divided into certain stages that, if desired, can be isolated from the course of each event, whether it be a private conversation between an employee and a subordinate or negotiations with the participation of several stakeholders:

• the moment of acquaintance (or simply establishing contact - including the greeting of the manager). Contact can be both primary and secondary, depending on whether the partners see each other for the first time or communicate not for the first time;
• assessment of the surrounding situation and what is happening in general;
• inclusion in the discussion of the issue that has become the subject of negotiations;
• solving the issue or problem (as far as possible);
• the final part - goodbye, exit from communication.

Experts studying the essence and practical use of communication skills have identified four fundamental principles by which all aspects of business interaction are regulated.

First of all, business communication should be interpersonal, focused on multitasking and multidimensionality of human interaction... Be that as it may, the interpersonal aspect should not be excluded from it, even if people have to put the interests of the team above their personal ambitions.

Business interaction should be purposeful, with a conscious movement towards a clearly defined goal. In this aspect, the work of the subconscious of each person should also be taken into account: goals can be both conscious and unconscious (latent). For example, a speaker who has prepared a speech on a problem, objectively tells the audience about it, but at the same time unconsciously and spontaneously demonstrates to the audience his temperament, intellectual and rhetorical abilities.

Business communication must be continuous... If business partners are constantly in sight of each other, this stimulates the continuous development of the process. At the same time, the communication process implies the presence of not only verbal elements, but also non-verbal ones. Using non-verbal messages in communication, a person gives them one or another semantic load and color with subsequent conclusions.

Even if the business partner at the moment says nothing or is absent from the place, all this, nevertheless, participates in the communicative act and has the same indisputable significance as a conversation.

Behavioral aspects without the presence of components of colloquial speech in them are no less important: they set the tone for responding to other participants in the process and to the whole situation.

Business communication is always multidimensional, because in its process there is a constant exchange of information between participants along with the regulation of relationships. Multidimensionality implies, first of all, the way in which this or that information or request is communicated: warm, friendly, cold, disposing, distrustful, arrogant, tactful or, conversely, tactless.

Considering that the employees of many companies have to work in close cooperation with foreign partners, it is also important to know what the specifics of business communication can be in contact with the mentality of representatives of other countries.

There are two different opinions on this issue. The first version is inclined to believe that the modern world and the prevalence of European business etiquette in it (including English as an international language) have almost blurred national boundaries and led to the formation of ethical standards common to representatives of all ethnic groups. In addition, in the past few decades, international cooperation has been actively developing in various fields of human activity. An intensive scientific and cultural exchange took place, which significantly accelerated all processes.

At the present stage, a representative of China or Japan, who was educated in Great Britain or America, will perfectly perceive the mentality of the British or Americans, and the manner of their business communication will not seem incomprehensible or specific to them.

The second opinion, on the contrary, focuses on national aspects and puts them at the center of international contacts, especially in the negotiation process, which is fundamental in communication. Supporters of the second version believe that most of the difficulties in negotiations are due precisely to cultural differences. They have a decisive influence on people, being learned from an early age during upbringing. In addition, as international relations develop in business, those people who do not have experience of business relations in the European and American manner are involved in it, which brings a fair share of national aspects to the overall picture.

Researchers claim that if the interests of the parties, consisting of representatives of different nationalities, coincide, the differences according to ethnic criteria are not so noticeable. However, when a controversial or conflict situation arises, everything immediately comes to the surface and the role of ethnic issues still has to be reckoned with. Therefore, a brief description of the main national characteristics should be made, which will reflect the characteristic characteristic of people from different countries in business communication.

The description will include those mentalities that are most common and likely. This can help to at least partially navigate the possible behaviors of business partners.

Americans are people who always emphasize their individuality. For them, human rights are the most important thing that motivates them to treat other people with respect as well. They all the time insist on equality, independence, always advocate open and honest business and do not like formalities of any kind. In communication, they are very simple, their clothes, even in a business context, are distinguished by convenience and lack of stiffness.

They are characterized by a spirit of competition and achievement of results, and they measure success by the amount of money that is earned. Despite the fact that pettiness and pedantry are alien to Americans, they are punctual and used to living according to a schedule.

The French nation is distinguished by its originality due to the fact that it arose a very long time ago... It is known that France is one of the countries with rich historical and cultural heritage. Representatives of this nation are distinguished by gallantry and ingenuity, but at the same time they are characterized by cunning and skepticism. The French are often eloquent, do not like silence, and always speak freely, naturally and very quickly.

In business communication in France itself, personal acquaintances and family ties are highly valued. They very subtly and gracefully know how to defend their point of view, but at the same time they are distinguished by rather tough negotiation, they rarely make compromises and "fallback" options.

The British are traditionally characterized by restraint, a tendency to hints and some degree of scrupulousness., which often leads to withdrawal and distrust when dealing with strangers. At the same time, they are businesslike and enterprising, value accuracy and punctual to the smallest detail, which is a hard rule for them.

The Germans are hardworking, also punctual and very calculating. They are characterized by sometimes excessive pedantry and even stinginess. They are calculating and always strive for order in all areas of their lives, which they are used to painting literally by the hour.

Any Arab country is sensitive to the traditions of the local order, and this should be especially taken into account when dealing with business representatives of the Arab world. Tradition comes first for Arabs, and their behavioral standards are quite strict, especially in the business sphere. Representatives of the Muslim world always often accompany the first acquaintance with cordiality and courtesy, in the future this may become an occasion for establishing trust and openness between partners.

It is believed that gender and cultural aspects are most characteristic and specific precisely for the representatives of the Arab world, but this is not entirely true. In the context of the European mentality in many areas of business, women are gradually beginning to acquire a certain degree of freedom and independence.

Italians are hot, expansive, very sociable, sometimes even too... In order to establish productive business relations with them, an official correspondence with a list of proposals will suffice.

Representatives of Spain are characterized by seriousness and at the same time openness and humanity. Their valuable trait is a great sense of humor and the ability to work in a team spirit. Sometimes they can be late for business meetings, which sometimes becomes a reason for jokes and jokes.

They love to talk, but you should not touch on the topics of the civil war, bullfighting, personal issues and the period of power of General Franco in conversations with them.

The Swedes are famous for their punctuality, accuracy in everything, decency and reliability in partnership. Swedish business partners are highly qualified and for this reason they respect the professionalism of others.

They know several languages ​​(usually German and English), are very restrained in communication, but if a warm relationship is established between partners, they can be continued in an informal setting.

In Russia, the specifics of business communication were strongly influenced by two aspects: the standards of the Soviet period and the features inherent in the national character of the Russian person.You can even be proud of our specialists, who were born and raised in the USSR: the methods of conducting business conversations were once highly appreciated by many foreigners, while fulfilling the promise was in the first place.

However, foreign experts criticized the former representatives of the Soviet state for the fact that, having well defined the set goal, they do not focus much attention on how it can be achieved.

There are general rules and regulations that should be followed when working in an office or government environment. You always need to come to the workplace on time, fulfill all orders in a timely manner, and delays and failure to complete work on time are unacceptable. If you come to business meetings out of time, it can ruin not only the personal reputation of the employee, but also the image of the organization or the company as a whole.

When working in an office or civil service, it is certainly important to dress decently and in accordance with the requirements of the institution. The appearance of employees should reflect the reputation of the establishment, so ethical standards must be observed in this. For women, it is allowed to wear skirts strictly to the knee or trouser suits with a classic cut. Bright, defiant clothing is unacceptable, as well as an abundance of shiny jewelry, rhinestones, sequins and tight things.

For men, it will be optimal to wear formal suits with shirts. The presence of a tie can be either mandatory or desirable, depending on the status of the institution and the setting in which business partners meet.

There are six basic rules by which the essence of what is commonly called business etiquette is determined:

• work should always be done on time;
• not to disclose professional secrets of the organization, including those related to the personal life of employees;
• you always need to show friendliness and attention to colleagues (this applies to everyone - both managers and their subordinates);
• respect other people's opinions, criticism and advice from others if they express doubts about the quality of the work;
• always comply with the dress code of the institution;
• always keep speech control during a conversation, prevent the appearance of indecent expressions in oral and written speech.

Many people know that communication at any level is not just words or writing. Facial expressions and gestures play an equally important role here, moreover, it is often with their help that one can make an accurate definition of what the partner wants and how he really relates to other people. Some psychologists argue that non-verbal guidance is superior in communication, putting it in the first place, because it conveys much more information than ordinary conversation.

Facial expressions and gestures are caused by subconscious impulses, so people often do not pay special attention to them. At first it may seem like learning non-verbal language is difficult, but this is not entirely true. A few basic skills will be enough to achieve more effective interpersonal interaction and learn to understand people more correctly.

It is best to start this practice with a visual assessment of the interlocutor: how he is holding himself, in what position he is standing or sitting, how intense his gestures are.There are several universal gestures that are easy to recognize. Simple examples: if the smile is wide and easy, the person is happy, and if the person shrugs his shoulders, he expresses his bewilderment or misunderstanding of the situation.

Consider such a popular gesture as a handshake, an action that is ubiquitous in the business environment. It is possible to recognize what it carries in itself by the following signs: in the case of a short shaking of the hand, one can conclude that the interlocutor is indifferent.

If the hand is dry, the person is calm, if wet, he is very worried. Much also depends on the nature of the gaze when shaking hands: an open and warm gaze means a sincere and friendly disposition of a partner, and if the eyes "run around" or the interlocutor avoids meeting others' eyes, there is reason to suspect him of insincerity or fear.

If, during a greeting, the hand of one person is grasped by the other palm down, this means that the shaking hand (most often unconsciously) demonstrates a desire for dominance in communication. If the hand is stretched out with the palm up, it means the desire to pass the “palm of leadership” to another.

There are so-called "open gestures", the recognition of which is also not difficult. They talk about the fact that the interlocutor is sincere and determined to speak frankly. The "open arms" gesture looks like this: the partner stretches out his arms towards the other person, while with his palms facing up. The equally popular "unbuttoned jacket" gesture means the same thing.

It is often necessary to observe how during negotiations taking place in a cafe or restaurant, participants take off their jackets in the presence of each other. The same picture can be observed in offices if negotiations are successful and the parties are increasingly disposed towards each other.

Gestures that demonstrate distrust or a desire to hide something are characterized by movements such as mechanically rubbing the forehead, chin, or temples: in this way, a person spontaneously wants to cover his face. Also, the "shifting" eyes, which were already mentioned above, are a typical sign of insincerity. Even if the interlocutor tactfully and discreetly tries not to look into the eyes, it means the same thing.

Defensive gestures and postures indicate that the partner is afraid of something. In such cases, hands are usually automatically crossed over the chest, and if at the same time the fingers are also clenched into a fist, the situation for the partner is clearly heating up and if the tension between the interlocutors is not removed, the conflict may become inevitable.

Reflecting and evaluating gestures indicate confusion and a person's desire to find the right solution to the problem as soon as possible. If the partner's hand involuntarily stiffens at the cheek, he is clearly interested in what is happening and is worried about something: this is a sign of concentration and attentive listening. In this case, you should begin to work out possible ways to resolve the issue in order to come to an agreement on the most successful wave.

Also, if any of the negotiators begins to pinch the bridge of his nose, it means the same thing - deep concentration. The stage at which a way out of this situation begins to form in people can be characterized by scratching of the chin (the eyes are most often squinted at the same time).

If the interlocutor no longer wants to take part in the conversation and seeks to end it, he begins to lower his eyelids or as a sign that the conversation is no longer of interest to him.Scratching your ear means trying to distance yourself from the subject of the conversation, and if one of the partners begins to lightly sip on the earlobe, he clearly wants to take an active part in the conversation and express his point of view.

If the interlocutor is not telling the truth, he automatically covers his mouth, ears or eyes with his hand. Sometimes a lie is characterized by a tense and low cough in order to distract the attention of others from the gesture. The fact that a partner is lying can also mean a light touch on the nose during a conversation, and if a person rubs his eyelid, he demonstrates a desire to distance himself from suspicion of lying.

In any form of verbal communication, skills in the field of rhetoric and the correct construction of oral speech come first. Experts have identified five main methods with which you can effectively influence the public in a verbal way:

• speech should be accessible - when preparing a public speech, it is important to take into account the level of education and culture of the audience to which you are going to speak;
• speech should be associative and evoke empathy and a feeling of involvement in the process in the audience, stimulate listeners to their own reflections;
• speech should be sensory - it is important to use drawings, graphic images, simple tables and diagrams during a speech, for the purpose of clarity;
• speech should be expressive, with a sufficient level of emotionality, gestures and facial expressions that have the ability to enhance the perception of speech;
• speech should be intense - when speaking, it is important to be able to adapt to the pace of the audience and correspond to its level of training.

In addition to the main points, it is important to consider the fact that Any form of edifying and arrogant tone in the business arena is discouraged. It is important to win over the interlocutors, letting them know that the conversation is taking place on an equal footing.

The verbal art of business communication is also based on the creation of optimal speech structures, good voice training and a rich vocabulary. Speech turns should not be complex, you should not overload speech grammatically. It is better to use short sentences of eight to fifteen words maximum: this will position the audience, and the meaning of what is said will be conveyed clearly and clearly.

The voice delivery should be expressive, loud, but not "flashy": it is necessary to observe the measure - so that the speech is both expressive, and exciting, and pleasant to the ear at the same time.

Business communication techniques are different, but not all of them, unfortunately, are correct, ethical and honest. All of them are aimed at getting their way, and in the field of business you have to deal with them very often. There are techniques that are allowed by professional ethics, and there are techniques that are not recommended in order to preserve both the company's reputation and one's own personality.

Postponement - one of the neutral techniques that can be used by either party to get time to think about the final decision.

Intimidation method with the use of secondary sources "dirty", but very famous. Example: One person tries to intimidate another with threats to spread false information and rumors using the media. When this happens, it is better to immediately terminate all cooperation with such people.

Such a technique is known as bluff... He is also not entirely honest, but he is more decent, and with his help many people achieve results. This is one of the types of manipulation. The technology lies in the fact that one of the partners comes out with a categorical attack: "I see no more reason to continue our negotiations." In the event that his opponent wants to conclude a deal, then taking these words seriously, he can give up and begin to additionally yield to the manipulator in this or that issue regarding the deal.

Method of "handing over authority" lies in the fact that one of the partners may say: “I have no right to make this decision myself, I need to confer”. As a rule, this is very effective, because the second party gets the impression of some kind of "strong structure" that stands behind the interlocutor, and the other party automatically begins to position itself a few steps lower.

Threats are definitely the “last thing”, and they are used only if one of the parties does not know how to build other relationships with partners. However, they can also be an indicator that the opponent is very interested in the deal. When threats come in, it is important to remain calm and rational. If possible, you need to convince your opponent that the common goals can be achieved without the use of such a crude method.

The positions of business communication are not fundamentally different from everyday ones. They are as follows:

• Friendly - denotes the acceptance of the interlocutor, complete disposition towards him.
• Neutral - the interlocutor can demonstrate restraint or even coldness, which at the first stages of communication is quite acceptable. It is important to prove to your partner the sincerity and honesty of your intentions in order to achieve his goodwill.
• Hostile position - open rejection of a partner or interlocutor. You can try to persuade him to take at least a neutral side at first.
• Superiority position - the partner openly demonstrates his dominance, looks down on others.
• Perceiving each other as equals - one of the most optimal positions.
• Subordinate position - when one of the parties can deliberately curry favor with the other in order to achieve its location in this way.

No communication, including business communications, happens without the emergence of conflict situations. Ideally, a business relationship is a type of communication in which the emotional plan should be in last place, and rationality, prudence, the degree of benefit, possible profit, and the effectiveness of certain people in performing certain kinds of tasks focused on achievement of the main goal.

Experts in the field of conflict management have identified several solutions that can be applied to solving any conflict situation:

• way to dominate - one of the parties resolves the conflict, but more in their own favor, often resorting to unethical methods of doing business;
• surrender - one side surrenders under pressure from the other and makes concessions in all respects. In some situations, it happens that there is no other way out, but this is an undesirable way to solve problems;
• avoiding conflict - deliberate withdrawal from the situation by one of the parties, which is no longer determined to continue further communication, since it does not see constructive ways to solve the problem;
• negotiation - an excellent opportunity to resolve the conflict, in the process of which the parties are trying to meet each other halfway, offering possible and real ways to resolve the difficult situation that has arisen;
• arbitrator method - the situation is allowed to intervene by a third party that is not directly related to the conflict and is not an interested party. However, a person or group of people from the outside makes every possible effort to ensure that the conflict is resolved.

The best outcome of any conflict situation is integration, when both sides jointly find a solution, in the implementation of which mutual interests and desires are taken into account. Integration (or psychological interpenetration of the parties into each other's situation) provides an excellent opportunity to openly and honestly show all possible disagreements and main contradictions.

In the process of integration, the parties are distracted from the transition to personalities, which is typical in such a situation, focus on a common goal, and look for difficult, but real opportunities for resolution. Of course, an integrative way of resolving a conflict is quite difficult, and it is especially difficult to find optimal solutions, but it is here that people get an excellent chance to show all their organizational and inventive talents.

In the process of integration in order not to lose the thread of the conversation and not deviate from the main thing, you should concentrate as much as possible. If the participants are motivated and united by a mutual desire to achieve an optimal solution to the conflict, a simple method can be used. The main goals and wishes of one and the other side are written on two separate sheets, then these indicators are compared, contradictions are identified, and then the search for possible solutions follows.

Thus, it becomes quite real to translate the conflict into a stream of useful constructive solutions and direct the energy of its participants in the necessary and useful direction. Of course, it is necessary to sit down at the negotiating table and draw up such a plan only when the first emotional passions and outbursts have already subsided and the participants in the process have come to the conclusion that the situation must be brought to a new level.

In the process of business communication, certain obstacles can also arise, due to which business communication becomes not so productive and trusting. In the worst case, the emergence of communication barriers can lead to the termination of contacts and the classic version of a conflict situation, the solution of which depends solely on the parties involved. The main barriers are:

• Aesthetic... An obstacle to communication or generally unwillingness to communicate with a person may arise due to an overly eccentric or unpresentable appearance. As you know, a person is “greeted by his clothes, but only seen off by his mind”, so if the first impression of him is ruined, further contact can be very problematic.That is why in the business sphere such a concept as a dress code has been developed, together with its standards, which literally "insures" people against the possibility of barriers arising due to aesthetic considerations. Also, the lack of cleanliness and order in the office can also cause an aesthetic barrier, and if this happens, it will be very difficult to restore the reputation.
• Intelligent. It is known that all people are very different in type and level of intellectual development. If there is a collision between people with different levels or types of intelligence, this can lead to insurmountable obstacles. To prevent this from happening, the leaders of companies and organizations should conduct a more careful selection of employees, choosing teams of highly qualified specialists as the main "players", and train newcomers on the spot so that over time they gain the necessary experience and do not become outsiders.

• Motivational barriers - when one interlocutor is not interested in the ideas expressed by another person. The interlocutor for him is just a means to achieve some personal or professional goal and as a full-fledged partner he does not consider him in advance, in other words, he is simply not motivated to take him more seriously and holistically.
• Moral barriers... These include those obstacles that a person cannot overcome, because certain methods and manner of communication are simply unacceptable for him. This can be outright rudeness, a manifestation of dishonesty and meanness both among colleagues and on the part of business partners. Also, psychological pressure from a leader and a demonstration of obvious arrogance and superiority on his part can become a serious moral barrier. This approach to business is deliberately unconstructive, but, unfortunately, it is very common in enterprises.
• Finally, emotional barriers... A person, due to the fact that he experiences very unpleasant emotions, is unable to give an adequate and rational assessment of a particular situation.

Thus, business communication is a whole art, which should be studied by those who have made a serious decision to delve into the issues of both individual entrepreneurship and in search of work in a large, stable company. Of course, it is not easy to work in the field of business and management, because the issue of interpersonal relations will always be acute and constant, especially in crisis conditions, the arrival of which often causes financial collapses and conflict situations between employees and partners.

The main thing is to study in more detail various areas related to business communication, applying the knowledge gained in practice.

You can learn more about the intricacies of business communication in the following video.